Administration Manager at Sean Kotzen Financial Services
July 2019 - Present
- Analyzed and resolved complex matters on instruction of executives, and maintained primary relationship accountability for clients, overall ensuring client satisfaction to maintain client relationships.
- Consulted with leadership to identify processes requiring improvement to support growth and success.
- Collected data, input records, and protected electronic files.
Escalations Client Relationship Manager at Discovery Health
September 2015 - January 2019
- Offered friendly and efficient customer service to customers, while remaining maintaining professionalism during complex situations.
- Prepared a variety of written communications, reports and documents.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Led projects and analyzed data to identify opportunities for improvement.
- Collaborated with team members to achieve target results and provided support to executive management.
- Maintained energy and enthusiasm in a fast-paced environment.
Service Specialist at Discovery Health
April 2012 - August 2015
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined central issue to expeditiously resolve product or service complaints.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Surpassed corporate goals by reaching 95% customer satisfaction rating.
Core Consultant at Discovery Health
April 2010 - March 2012
- Liaised effectively with customers and internal departments.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, and maintained time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceeded team goals through effective client satisfaction rates.
- Exhibited professionalism when dealing with clients and staff.
